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Welcome to the Tumbler Lane Help Center. Everything you might need after, or before, you order is collected here: tracking a parcel, changing an order, sending something back, getting a refund, paying, choosing the right size and lid, caring for your drinkware and looking after your account. Each section gives you the short answer and a link to the page with the full detail. If you cannot find what you need, a person is one email away at support@tumblerlane.com.
Quick answers
- Where is my order? Orders leave us in 1–3 business days and take 7–14 business days in transit. Check status on Order Tracking.
- Does shipping cost anything? No. Shipping is free to the US, Canada, Australia and New Zealand, with no minimum.
- Can I change my order? Yes, within 24 hours if it has not shipped. See Cancel or Change an Order.
- Can I return it? Any item, any reason, within 60 days of delivery, with return postage on us. See Returns & Exchanges.
- When do refunds arrive? Processed within 7 days of approval. See Refund Policy.
1. Orders
When you place an order you receive a confirmation email with your order number. Keep it handy: it is the fastest way for us to find your order. If you created an account, your orders are also listed on your account page. You can check out as a guest if you prefer; guest orders get exactly the same service.
- No confirmation email after an hour? Check spam, then email us with your name and the time you ordered.
- Ordered twice by mistake? Email us and we cancel the duplicate free of charge.
- Buying for a team or office? Email us first with quantities so we can confirm availability.
Related: Cancel or Change an Order, Terms of Service.
2. Shipping and delivery
We ship from the USA to four countries: the United States, Canada, Australia and New Zealand. Shipping is free on every order. Orders are packed in 1–3 business days and then spend 7–14 business days with the carrier, so most orders arrive 8–17 business days after you place them. You receive a tracking number by email when your order ships. Parcels to Canada, Australia and New Zealand may be subject to import duties or taxes set by those countries, which are paid by the recipient.
If tracking stops moving for 7 business days, or your parcel is 7 business days past its estimate, contact us and we open a carrier investigation of up to 5 business days, after which we replace or refund. Damaged on arrival? Send photos within 60 days of delivery.
Related: Shipping & Delivery, Order Tracking.
3. Returns and exchanges
Every product can be returned within 60 days of delivery, for any reason. We send you a prepaid label, so return postage is free, including for change-of-mind returns. Exchanges for a different capacity, colour or lid style are welcome, subject to stock. For items that arrive damaged, faulty or wrong, photos are usually enough and you will not need to send anything back.
- Email us or open a return ticket with your order number and the items.
- Receive your prepaid label within 1 business day.
- Pack the item with its lid and straw and send it within 14 days.
- We inspect it within 2 business days of arrival and approve the return.
Related: Returns & Exchanges Policy.
4. Refunds
Refunds go back to your original payment method and are processed within 7 days of approval. Approval means we have received and inspected your return, approved your photo claim, confirmed a lost parcel, or confirmed your cancellation. There are no restocking or processing fees. Your bank may take a few extra business days to show the credit. If you cannot see it 10 business days after our refund email, contact us and we will send the transaction reference.
Related: Refund Policy.
5. Payments
All prices are in US dollars. The payment options available for your order are shown at checkout. Payment details are entered into the payment provider’s secure system; we never see or store your full card number. We do not add payment surcharges. If your card is in another currency, your bank converts the amount and may charge its own fee.
Related: Payment Methods.
6. Products, sizes and fit
Choosing the right capacity is mostly about where the cup needs to fit and how often you want to refill it. A 40 oz handle tumbler suits long days with few refills; 20 and 30 oz tumblers are lighter and fit narrow cup holders; water bottles are for bags and packs; can coolers are made for either standard or slim cans, never both. For lids, straw lids suit cold drinks on the move, slider lids suit hot drinks, and chug caps suit quick gulps from a bottle.
| Routine | Start with | Why |
|---|---|---|
| Long commute or 12-hour shift | 40 oz Handle Tumblers | Fewer refills, handle for carrying, tapered base for cup holders |
| Desk days and coffee | 20 & 30 oz Tumblers | Lighter, slimmer, slider lids for hot drinks |
| Gym, trail, school bag | Water Bottles | Caps designed for carrying and quick drinking |
| Tailgate, cookout, boat day | Can Coolers | Keep cans cold in the hand, sized for standard or slim cans |
| Lost a lid or straw | Lids & Accessories | Replace the part, keep the cup |
Related: Size & Fit Guide, FAQs.
6.1 Three questions to ask yourself before choosing
Where does the cup spend most of its day: a cup holder, a desk, a bag or a cooler? What will you drink from it most often: iced water, hot coffee, smoothies or canned drinks? And how often can you refill it? Answer those three and the right product usually picks itself. If two options still look equally good, our 60-day returns mean you can try one and swap it, with return postage on us.
7. Care and cleaning
Most problems with insulated drinkware, including smells, drips and stiff sliders, come down to cleaning. A simple routine keeps a cup working for years:
- Rinse the cup and lid after each use, and wash them properly at the end of the day.
- Take the lid apart where the product page says parts are removable, including the gasket, and wash each part.
- Use a bottle brush inside the cup and a straw brush through straws, especially after milk, juice or smoothies.
- Dry every part fully before reassembling, and press the gasket back evenly into its groove.
- Follow each product’s care instructions on dishwashers. When in doubt, hand-wash.
- Never microwave stainless steel, and never freeze a filled bottle.
7.1 Troubleshooting common drinkware problems
| What you notice | Likely cause | What to try |
|---|---|---|
| Lid drips when the cup is upright | Gasket lifted or twisted after washing | Remove the gasket, dry it and press it back evenly all the way round; if it still drips, tell us |
| Drink leaks when the cup tips over | Straw and slider lids are not designed to seal closed | Keep the cup upright; for bags, use a bottle with a sealing cap |
| Coffee or juice smell that will not go | Residue trapped in the lid or gasket | Take the lid apart, soak the parts in warm water with baking soda, scrub and dry fully |
| Slider sticks halfway | Dried sugar or milk in the slider track | Remove the slider if the product page says it is removable and clean the track |
| Outside of a stainless cup feels cold and wet with an iced drink | The vacuum insulation may be damaged, often after a hard drop | Contact us with photos and the order number |
| Straw sits below the lid or sticks up too far | Straw length does not match the cup height | Check the straw length on the listing and our Straws & Toppers aisle |
| Cup will not go into the car’s cup holder | Base wider than the holder | Measure your holder and compare with the listing; exchange within 60 days if needed |
8. Account and privacy
An account is optional. It saves your addresses and shows your order history. You can reset your password from the login page, and ask us to close your account at any time. We only use your information to run your orders and answer your messages, we do not sell it, and we do not add you to marketing emails unless you ask. To request a copy of your data or its deletion, email us with the subject “Privacy request”.
Related: Privacy Policy, My Account.
9. Gifts
To send a gift, enter the recipient’s name and address as the shipping address and your own as the billing address. Tracking emails go to you. If the recipient wants a different colour or capacity, they can contact us with the order number or your name and we will arrange an exchange with them. Refunds go to the person who paid.
9.1 Help for customers in Canada, Australia and New Zealand
Everything in this Help Center applies in all four countries we serve: the same free shipping, the same 1–3 business days to pack and 7–14 business days in transit, the same 60-day returns with prepaid return labels issued for your country, and the same 7-day refund processing. Two things are different for parcels that cross a border. First, there can be a quiet period in tracking while the parcel clears customs and is handed to the local carrier; that is normal. Second, your country may charge import duties or taxes on arrival, which are set by its authorities and paid by the recipient. Our replies follow US Eastern business days, so a message sent during your morning may be answered overnight your time.
10. Your order, step by step
| Stage | When | What you receive |
|---|---|---|
| Order placed | Day 0 | Order confirmation email with your order number |
| Change or cancel window closes | 24 hours after ordering | Nothing; changes after this are not guaranteed |
| Packed and shipped | Within 1–3 business days | Shipping email with tracking number |
| In transit | 7–14 business days | Carrier tracking updates |
| Delivered | About 8–17 business days after ordering | Carrier delivery notice |
| Return window | 60 days from delivery | Prepaid label on request |
11. Legal and policies
- Terms of Service: the agreement that applies to orders and use of the site.
- Privacy Policy: what we collect and why.
- Intellectual Property Policy: trademarks, designs and how to report concerns.
- DMCA: copyright notices and counter-notices.
12. Still need help?
Email support@tumblerlane.com, visit Contact Us or open a support ticket with a ready-made subject line. We reply within 1 business day. Tumbler Lane, 4555 Mansell Rd., Alpharetta, GA 30022, US.